Client Service Officer

**The opportunity**
AMP Bank Operations is responsible for delivering a client centric service offering that is enables AMP Bank strategy. The main focus of this role is on the client, with a large part of the workday involving processing client requests, monitoring and supporting all payment channels.

**How you will make an impact**
- Providing outstanding service to AMP’s clients, colleagues, partners and stakeholders (internal and external)
- Processing direct debit/credits to client accounts
- Monitoring and ensuring timely processing of DE file transfers
- Investigating and resolving any payment disputes
- Actioning exception reports
- Processing card requests
- Actioning ATM/EFTPOS disputes
- Processing BPAY files and Investigations
- Processing NPP exceptions and investigations
- Achievement of daily Key Performance Indicators of individual and team
- Case management, enhanced customer due diligence, further KYC and discrepancy review
- Escalation of regulatory reporting matters
- Ensure the integrity of the general ledger data from various sources
- Ensure adherence to Group Accounting policies on reconciliations
- Meeting or exceeding quality assurance targets
- Effective Client Account Management to drive client advocacy
- Raising issues through the correct channels, challenging positively and proactively working to overcome barriers.
- Adding value to each client interaction by understanding the client needs and adapting to find the best service approach
- Identify and implement continuous improvements
- Liaise with clients, internal business units, law enforcement agencies, industry representatives and other financial institutions

**What you will bring to the role**
- Previous experience in a fast-paced client focused environment desirable, preferably in Payments and Reconciliations
- Sound knowledge of payment systems and processes and related control procedures
- General understanding of banking processes and products gained through previous banking experience
- Experience in working with multiple stakeholders across a wide range of business area
- Understanding of the financial services industry and the regulatory environment in respect of privacy, AML/CTF, Sanctions and FATCA/CRS
- Professional telephone manner with the ability to build rapport with clients/stakeholders
- Conflict resolution and negotiation skills

**Is this your dream job?**

**Working for AMP**
We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**
We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAPM Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**
The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

**Message to recruitment agencies